Global Issues & Crisis Management

Arriving in New York City on Sunday, I was immediately taken aback by the sheer size and volume of the place. It is a phenomenal city to behold.

I was met and given a tour of the new office space, in Battery Park, close to the most southernmost tip of Manhattan Island and located on the 26th floor of a skyscraper, by Senior Vice President, GLOBALHealthPR at Spectrum, Tim Goddard.

Tim gave me a tour of the very sleek, modern office, which offers a magnificent view over Battery Park, while also offering the chance to see the Statue of Liberty from the office balcony.

Leaving the office, Tim took me to visit the 9/11 memorial pools, and museum, which, although a somewhat heavy experience, allowed me to get a real insight into how that tragedy has shaped the New York City of today.

On Monday, I spent my first day in New York office, and was privileged to meet with many of the team, as well, as allowing me to participate in the BioPharma Monthly Team meeting, and to discover lots about the different brands and companies that the BioPharma team works with in the USA.

And, later in the day, I had a phone call to discuss the Consumer Science Practice with Senior Vice President, Darby Pearson. Unlike much of the biotech and pharma-specific work done by Spectrum, the Consumer Science Practice focuses on telling the scientific story of certain consumer products.

This was very interesting to discuss with Darby, and, I was able to offer my feedback and insight around some of the campaign ideas and suggestions that her team is working on, which was a real privilege.

Although the day flew in, it was fascinating to see the New York Office as it came to life, and it’s been really nice to get to meet with some of the team. I look forward to what the rest of the week has in store.

Mark is participating in the GLOBALHealthPR Professional Exchange Program representing exclusive Australian partner, VIVA! Communications. The Program aims to enhance the connectivity of GLOBALHealthPR agencies through collaboration, best practice sharing, and insights into the drivers that affect health and science communications in different markets worldwide, and to build professional relationships with other GLOBALHealthPR personnel around the globe.

About Mark: Mark Henderson is Queensland Branch Manager at GHPR Australia partner, VIVA! Communications. To follow his experiences on the GLOBALHealthPR Professional Exchange Program online, use #GHPRConnects to join the conversation and follow all of the 2016 exchange programming.

In March, a false audio message about the current Dengue fever outbreak in Argentina went viral through WhatsApp, which has nearly 18 million users in in the country (57% of adults with internet access). This caused panic among the population and resulting in widespread accusations of
the government suppressing information about a potential epidemic.

This is not the only such case. At the beginning of the year in Colombia, false news was spread that a group of U.S. specialists would operate on patients with cleft lip for free at a Military Hospital in Bogotá.

Although social media may be useful for disseminating health information, there are obvious drawbacks in terms of quality control and fact checking on a platform where anyone can post anything and claim it as the truth.

In the Argentinian case, a message recorded by a woman who introduced herself as a doctor working at José María Penna Hospital was circulated through WhatsApp. In the message, the woman warned her contacts about a Dengue fever epidemic that is being hidden by the Health System Authorities: “Hi girls, this is a medical notice. I know it´s boring to put on mosquito repellent all the time. The orange can has to be used every two hours and the green can every four hours. The number of dengue fever cases is increasing and the situation is not being made public. At my hospital – Penna Hospital – there are more than 400 diagnosed cases, both in adults and children. Every day, between 7 and 8 new cases are diagnosed and we are expecting a significant epidemic that might occur in March or April…”

The audio circulated very quickly: in just six hours it became a major issue in the media and it forced the health authorities to take action on the matter. As a first step, Penna hospital’s Director, Gustavo San Martin, told the media that there were “nine patients hospitalized, but none in critical condition.” After this clarification the Buenos Aires Minister of Health, Ana Maria Bou Pérez, denied the veracity of the audio recording and indicated that only 216 cases of Dengue were confirmed in the region.

As the message continued spreading and concerns about the concealment of information by health authorities were in the air, Jorge San Juan, the National Director of Epidemiology, released official statistics regarding the number of cases across the country. Minister of Health Dr. Jorge Lemus then delivered a final, authoritative statement on the issue. The panic generated by this viral WhatsApp message lasted only one day, but demanded the attention of the highest authorities in the national health system.

What motivated people nationwide to share this message of panic? The message had typical characteristics of viral content:

• It targeted emotion (to generate concern among listeners);
• It was anonymous (the alleged doctor did not say her name because the message was addressed to her own friends and relatives); and
• It was designed to appear like a genuine “homemade” audio message (her voice is agitated and the sound of ambulance sirens and cars are in the background).

It is interesting to reflect on what people choose to believe. But why do we believe in conspiracies? There are a lot of studies about the high adhesion of conspiracy theories that are a reflection of collective fears. According to professors Eric Oliver of the University of Chicago and Tom Wood of Ohio State University in Columbus, “these kind of theories prove that the brain has not evolved enough to process information on industrial economies, medicine or terrorism. But it did evolve for survival in nature.”

Could it be that the tendency to have fantastic conspiratorial beliefs can be linked to a void of authority and authentic communication? That is, given the lack of confidence in their institutions or political leaders, people seek explanations and guidance from unusual or anonymous sources. For example, a Whatsapp audio note.

What’s really happening with Dengue in Argentina:

The quadrivalent vaccine that was recently launched to prevent Dengue fever has not yet been approved.  For this reason all communications campaigns in the disease area are focused on how to avoid the proliferation of Aedes aegypty -the mosquito that transmits Dengue- through the elimination of breeding sites. One of the most striking aspects of the audio was that it did not refer to this key step in preventing the spread of the disease. But it did mention the need to use repellents more often

 

How do you think institutions can use social media as a positive tool for combatting public health issues such as Dengue? Is there a way potential for abuse and viral misinformation on social media without inhibiting the good it can do? Let us know in the comments.

 

Luciana Acuña Elías is Account Director at GLOBALHealthPR Argentina partner, Paradigma PEL Comunicación

Analyzing recent disaster communications, both successful and failed, can provide important insights for managers and politicians alike when facing the unexpected.

The hours and days immediately following a profound disaster can shape institutional and political reputations for years to come. Events such as the tragedy of Typhoon Haiyan in the Philippines can overwhelm the under-prepared; even country leaders can fall victim to insufficient planning. Lack of preparation can lead to a lacking response to disaster, as leaders scramble to answer the public’s justifiable demand for information and assistance. In recent years, three characteristics of outstanding disaster emergency communications have emerged. [Read more…] about Leadership, Disaster Response and Crisis Communications: Weathering the PR Storm

I have been counseling pharmaceutical and other healthcare brand managers about public relations for 35 years. And while brand managers today are much more sophisticated and analytic than they were back in the 70s and 80s, I continue to be at least a bit dismayed about the way they perceive public relations and how it fits into the product marketing mix.

Perhaps what follows are the musings of a public relations person who is past his prime and ready for whatever ultimate fate awaits people who do what I do for a living, but the biggest mistakes I still see healthcare brand managers make about PR are as follows:

1.      Bringing the PR Consultant in too late
2.      Failing to accept that all products (and companies) are flawed
3.      Underestimating the power of patients
4.      Stinting on evaluating the impact of PR on audiences
5.      Assuming that PR is a commodity

[Read more…] about Five Mistakes Healthcare Brand Managers Make about Public Relations

Today’s blog entry comes to us from Jorge Azevedo, Managing Director of Guess What, our GLOBALHealthPR partner in Portugal.

In today’s world we are under scrutiny every minute. The “Berlin Wall” of privacy that once defended organizations has fallen to the hands of a generation hungry for information. The good and bad practices of companies and the individuals who represent them are publicly discussed, and ethical oversights can lead to serious consequences both in terms of reputation and financial impact.

With this in mind, I believe the key to long-term organizational success is greater transparency—transparency about processes, products and procedures, both internal and external. [Read more…] about The Little Big Role of Public Relations

Dr. Ken Rabin and Andrzej Kropiwnicki of Alfa Communications, GLOBALHealthPR’s partner in Poland, will be featured in an upcoming issue of Public Relations Review, the oldest academic journal dedicated solely to public relations. Their precise analysis of two key health PR cases in Poland emphasizes the need for professionals to avoid pitfalls of the unprepared. A lot has changed since 2009 when the most recent edition of the Global Public Relations Handbook was published.

Is the handbook alone enough for global health communications professionals who do business in foreign markets? The authors answer this question and more. [Read more…] about GLOBALHealthPR Partners to be featured in preeminent peer-reviewed PR journal